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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F日本語版) Sample Questions:

1. 品質管理システムは組織の何を強化するのに役立ちますか?

A) 第三者との関係
B) 顧客満足度
C) サプライヤーの満足度
D) ISO/EC 20000

2. 要求された変更の効果的な計画、調整、評価に必要なアクティビティの 1 つは、影響と必要なリソースを評価することです。
このアクティビティを担当するプロセスまたは機能はどれですか?

A) サービスデスク
B) 変更管理
C) リリース管理
D) 構成管理

3. Plan、Do、Check、Act の方法論をどのプロセスに適用する必要がありますか?

A) サービス管理の計画と実装のプロセス
B) ビジネスに不可欠なサービスをサポートするもの
C) スコープ内のすべてのプロセス
D) 管理システムプロセスの要件

4. 構成ベースラインとは何ですか?

A) サービスプロバイダーの能力のベンチマーク
B) ある時点での IT サービスまたは個々の構成アイテム (CI) の状態のスナップショット
C) リリースに割り当てられた変更リクエスト
D) 構成監査レポート

5. 「品質システム」の最も適切な定義は何ですか?

A) これらの要件が一貫して満たされていることを確認するために、IT インフラストラクチャ、サービス、サポート組織の可用性を維持する能力
B) 提供されるサービスが顧客の期待と関連する契約を確実に満たし続けることを保証するために使用される一連の措置と手順
C) サービスプロバイダー組織の全員が遵守する必須の品質管理慣行
D) 品質管理を実施するための責任、手順、リソースに関連する組織構造

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